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How to and when to use each status
As you work through the ticket to resolution you may send a message to the requester or resolve the incident / fulfill the Service Request.
- Open the ticket you want to update by clicking on the ticket ID number or ticket Title. In this example, an Incident ticket is selected.
- Click the Actions button on he menu bar at the top of the ticket.
- Click the Update option. A new window opens.
- In the New Status field, click the drop-down arrow to view all status options.
- Choose In Process when you begin to work on a ticket. That way everyone will know that there is some movement on the ticket at that time.
- Add any additional work notes in the comments box. *This is a required field.
